Amy Lamar
Macon,GA
Summary
Results-oriented professional with a strong track record in customer service and conflict resolution, specializing in technical troubleshooting. Demonstrated success in enhancing member experiences and fostering continuous improvement through critical thinking and cross-functional collaboration. Proficient in CRM systems, with expertise in project management and team leadership that drives operational excellence.
Overview
9
9
years of professional experience
Work History
Remote Member Advocate
PadSplit
Atlanta, GA
08.2021 - 11.2024
- Delivered exceptional customer service by resolving complex escalations and providing empathetic solutions.
- Conducted in-depth research and troubleshooting to address member issues related to policies, financials, disputes, and web/mobile products.
- Conducted comprehensive one-on-one training for new hires. Educate recruits on company policies, duties, and expectations.
- Served as the “face” of PadSplit, enhancing the overall member experience with creative and effective solutions.
- Collaborated with cross-functional teams to identify recurring issues, providing actionable feedback for continuous improvement.
- Managed special projects within the Customer Experience team, including Teladoc, the House Leader Program, and handling BBB reviews and complaints.
- Educated members on the platform’s features, troubleshooting, and the benefits of Telehealth services.
Remote Live Chat Agent
Ezcater
Denver, CO
11.2018 - 04.2021
- Delivered prompt and precise support to customers and catering partners throughout the order lifecycle.
- Prioritized delivering top-notch customer service while managing communications across various channels.
- Enabled improved team productivity by assisting colleagues with responsibilities.
- Handled payment processing and account reviews.
- Directed team efforts in resolving system and customer service challenges.
- Engaged in collaborative projects to optimize user satisfaction.
Senior Enrollment Advisor
Bridgepoint Education
Denver, CO
05.2017 - 07.2018
- Assessed student eligibility and prepared documentation for enrollment applications.
- Provided technical support for online systems used during the application process.
- Reviewed transcripts from other institutions for transfer credit evaluation.
- Ensured compliance with applicable regulations related to student enrollment.
- Handled over 250 calls daily, ensuring prompt and professional communication.
- Facilitated student achievement and contentment by maintaining engagement throughout their initial course completion.
- Contributed to the development of strategies aimed at improving student progression and retention.
Customer Repair Agent II
Xfinity Comcast
Denver, CO
09.2016 - 05.2017
- Utilized diagnostic tools to accurately identify hardware and software issues.
- Updated device software and firmware to latest versions to enhance functionality.
- Performed diagnostics and troubleshooting on customers' equipment to identify repair needs.
- Offered recommendations on device care and maintenance to customers.
- Reviewed customer feedback regarding device performance post-repair.
- Communicated with management, engineering and quality departments to solve technical repair problems.
- Boosted revenue by effectively marketing additional services to clients.
Live Chat Agent
24/7 Intouch (Airbnb)
Aurora, CO
12.2015 - 01.2017
- Monitored the online chat queue for incoming messages from customers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Walked customers through online demonstrations to support better understanding of product features.
- Processed payments and updated customer accounts to reflect accurate charges and information.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.
- Monitored customer satisfaction levels through surveys and feedback forms.
Education
Bachelor of Arts - Criminal Justice
Fort Valley State University
Fort Valley, GA05-2007
Certified Customer Service Specialist
Sandersville Technical College
Sparta, GA05-2007
Skills
- Customer Service and Conflict Resolution
- Critical Thinking and Problem Solving
- Project Management
- Technical troubleshooting
- Data Analysis and Reporting
- Cross-functional collaboration
- CRM systems (Zendesk, Zoho, Five9, etc)
- Training and Team Leadership
Timeline
Remote Member Advocate
PadSplit
08.2021 - 11.2024
Remote Live Chat Agent
Ezcater
11.2018 - 04.2021
Senior Enrollment Advisor
Bridgepoint Education
05.2017 - 07.2018
Customer Repair Agent II
Xfinity Comcast
09.2016 - 05.2017
Live Chat Agent
24/7 Intouch (Airbnb)
12.2015 - 01.2017
Bachelor of Arts - Criminal Justice
Fort Valley State University
Certified Customer Service Specialist
Sandersville Technical College
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